Ashley Furniture Homestores

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] I am not satisfied as I was lied to at the store at the time of purchase about them waiving the restocking fee if the item could not be delivered in the time frame they told me. Delivery changed three times in as many days. Item never even left destination. Next my check had been cashed at time this complaint was filed within 3 days of order. In which case there should be no reason to wait 2 more weeks to see if it cleared. This is the most dishonest store I have dealt with in my life. They treat customers in an very unprofessional manner- I hope people read this and either avoid this store - or if they happen to realize they mistakenly walked into this store they run for their lives before they can be taken advantage of.

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Ashley Furniture has violated Virginia Law § 32.1-215, Disposal Restricted – No person shall rent, offer to expose for sale, barter, giveaway, or dispose of in any other commercial manner any article of bedding or upholsteredfurniture made, remade, reupholstered, or renovated in violation of §32.1-213 or §32.1-214 or anysecondhand article of bedding or upholstered furniture unless since last used such secondhandarticle has been sanitized by a reasonable process approved by the Commissioner . (Code 1950,§32.1-119: 1952, c. 530; 1956, c.530; 1979, c. 711.) I have expressed my dissatisfaction with the USED furniture that was misrepresented as NEW as well as the offer that I pay a 30% restocking fee in order for the furniture to be removed from my home.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This response from Ashley Furniture is an outright lie! They have not contacted me about a delivery or a service technician for repairs, since my initial complaint via the Revdex.com on June 14, 2016. Furthermore, I would not have scheduled a technician to come to my home on June 24, 2016 as indicated in Ashley Furniture's  response as I am currently on vacation, which has been scheduled for the past several months.
I look forward to a prompt resolution regarding this matter. 
Regards,
[redacted]

To Whom It May Concern:We have reached out to this customer and assisted the customer through the claim process.  We are working with the [redacted] team and the customer to resolve the staining.  I will personally follow up with the customer with information as soon as [redacted] provides it.

Good Afternoon,Thank you for bringing this consumers concerns to our attention. Our customer care department has previously worked with the consumer to assist in addressing their concerns. Please be  advised the consumer purchased and received delivery in 2013, rather than the 2016 date listed...

in the complaint. While we must advise the consumer has surpassed their 1 year manufacture warranty, our customer care department did order courtesy parts for the consumer to assist with their concerns at no additional charge. Supports were ordered for the bed and the consumer was advised should they require further assistance to contact their extended warranty for additional assistance. It is to our understanding the consumer is having additional concerns with the bed railing. While we are pleased to assist further, we would not be able to order rails as a courtesy part and fees would be applicable for replacement solely due to the time surpassed and the expiration of the manufacture warranty. We have attempted to contact the consumer to further discuss resolution on 3/14/17, however, the call was disconnected by the consumer before any resolution was reached. Please advise the consumer  should he wish to be contacted further we would be pleased to contact him to discuss the option to purchase replacement rails.Please advise if you have any additional questions or concerns or if we may be of any additional assistance at this timeSincerely,Deannie F[redacted]

According to our system the guest has picked up the pillows.  I have left a message with the guest to confirm.  I have also refund the guest the money she paid for the pillow she purchased and I gave her a second one for free.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did receive the love seat but have not yet received the pillows. that is all I am missing at this point. Sorry I did miss their call last week, we were eon vacation..]
Regards,
[redacted]

To whom this may concern, We have been working with this client in regards to their new purchase and claim. At the time of sale, our customers sign documentation stating there are no refunds. However, in an effort to delight our guest, we offered a courtesy reselection despite the technician’s report stating that this piece could be brought up to show room standards and has NO manufactured defects. The customer stated that she originally just wanted new leather piece and not a fabric one, and was not okay with having this piece serviced. Please see attached technician’s report and our terms and conditions. After creating a new sale for the leather piece the customer wanted, on 9/02/2016 our take-apart delivery team picked up both the sofa and the accent chair that had been purchased with their previous credit, and delivered the new leather sofa that she states was doubled from the original price. We made adjustments so the credit given back (which includes the delivery charge that is normally non-refundable) would cover the new piece she wanted without having any additional charges. Our customer now wants a break down in how the credit was applied and her original purchase receipt for the fabric product, which we will be able to provide without any trouble. On her original receipt for the fabric purchase the only cost that was not covered with her credit was the new delivery of her items and her protection plan plus tax, this time around we waived the delivery fee and take apart service charges for the leather piece and instead used her previous delivery charge as a credit for this. Please see all documents attached.

Good Afternoon,
 
We here at Ashley Homestore would like to thank you for bringing this consumers concerns to our attention. We are pleased to confirm that all items were delivered on 8/6/16 and the consumers order was fulfilled to completion. All items were...

delivered in full and to the consumers satisfaction. We do apologize for any inconveniences the consumer may have experienced in the delivery process. While we do empathize with the consumers concerns of not being provided a more specific time frame for delivery, we do advise all consumers at time of purchase our delivery procedures. However, we do take great measures to ensure for a consumer friendly delivery. Consumers are given an estimated three hour window of delivery the day prior to delivery and a thirty minute driver call ahead. While we do take these measures to assist with a smooth delivery, all customers are advised that we do require that they be available for the duration of the delivery day. Please advise if we may be of any additional assistance in addressing the consumers concerns.
 
Sincerely,
Deannie F[redacted]

I spoke with the guest and explained it normally take 3 weeks to receive the refund check.  I will follow up to make sure she receives it.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Just because they say they will do something, doesn't mean they will.  I won't be satisfied until the work is complete.  These people are impossible to reach by phone.Regards,[redacted]

To Whom It May Concern:Ashley Furniture HomeStore would like to assist this customer with his concerns and in order to provide the service under the manufacturer's warranty we would need the opportunity to conduct the service.  Please have the customer contact our customer care team at ###-###-#### to schedule an appointment.Thank you,

To whom it may concern, We have received your complaint, and after careful review of your account have determined that all issues have currently been resolved. On 5/18/2017, you were in our Fairfield location at which time you made the purchase in question under **#[redacted] On the date of...

purchase, you signed the sale receipt (formally accepting all Terms and Conditions) and selected a desired delivery date of 5/23/2017. On 5/23/2017, we honored your desired delivery date at which time the mattress was refused, however, all other available merchandise was accepted in good condition. It was verified that the mattress that was delivered was the mattress that you had signed off for at the time of purchase, however, after further investigation it was discovered that the sale had been written incorrectly. On 5/27/2017, we visited your home once again with the correct mattress which was accepted in good condition. On 6/11/2017, we successfully delivered a mirror which was back-ordered during the time in which the initial delivery took place. This was the final delivery, which was accepted in good condition. At this time, we have successfully delivered all merchandise which has been accepted in good condition. The issues addressed in this complaint were resolved on 5/27/2017 after identifying an error in the writing of the sale, amending the sale, and delivering the correct merchandise. If you have any additional questions or concerns, please feel free to reach out to our Customer Care department at ###-###-####. Thank you for your time, and have a wonderful day!

Good afternoon,
On behalf of Ashley Furniture Homestore we do sincerely apologize the consumer was not pleased in our offer to compensate her for experience. The offer was a sincere gesture to thank her for being a valued guest of Ashley Furniture. We are pleased at any time per the request of the consumer to send the store credit. As previously advised, we simply do not have an avenue to provide free merchandise to the consumer, nor is it viewed as a reasonable request to resolve her concerns. Per my previous advisement, the consumer has received all items in full and reported to be in  good condition. As of 10/24/15, all services have been rendered in full with no pending concerns from the consumer outside of the compensation request. Please be advised the merchandise the consumer has requested to be delivered free of charge was delivered to and accepted by the consumer on 10/24/15. I am pleased to furnish documentation at your request of all information provided.
Best Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

To whom it may concern,From our understanding, since you rejected the response on 1/17/2017 we have been in correspondence with you and scheduled an exchange for the defective merchandise which will be taking place on 1/26/2017. We hope this message finds you doing well, and that we are still proceeding with the resolution proposed. Have a wonderful day!

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When I paid, I paid for defect free new bed. I never got a defect free bed from Ashley Furniture and they are under obligation to deliver me a defect free new bed. They are trying to do repair which is never going to be a solution.
 
The whole bed is wobbling and is going to collapse indicating that whole bed is defective. The technician who came did not even touch the bed and draw conclusion. He did not give me his business card and I do not think he is a certified technician.
 
More importantly, bed was delivered originally defective and hence need to be replaced. I bought a bed and not individual piece and needed to to replaced what I bought.
Regards,
Sunil Sah

To Whom It May Concern:We are working with this customer directly to address the concerns with the power base.  This item is out of warranty and has been discontinued so parts have been delayed.  In an effort to resolve the customers concerns we are working...

with our servicing team to have parts fabricated on site.

Good Afternoon,We here at Ashley Furniture Homestore would like to thank you for bringing this consumers concerns to our attention. I have spoken to [redacted] in regards to her most recent purchase/order with us. Upon further investigation I did find the consumer was offered a...

courtesy credit from the manufacture from merchandise purchased in 2009. While we would be unable to refund the original amount of store credit due to the nature of the credit in itself, I have advised the consumer we would allow her to cancel her current order and reinstate back to the original balance allowed for credit so that she may choose alternative merchandise to replace the original pieces. I do believe at this time we were able to come to a mutual agreement and I have advised the consumer as soon as possible to further discuss the reselection.Best Regards,
[redacted]

I do apologize.  I didn't receive the message.  I have left another message for the guest to discuss the compensation he is still waiting for.